The Honkong and Shanghai Banking Corporation Ltd (HSBC) was founded by Scot Thomas in 1865. HSBC is one of the largest banking and financial service organization with its headquarter in London. It has more than 3 lakh employees and is present across 87 countries. It was established to finance growing trade between Europe, India and China.
Lack of integration among different branches. High customer service lag time. High service delivery cost. Less Customer centricity.
Clear information regarding the organizational structure of the company to the employees. Clarity of the factors which define the organizational structure of the company, such as- Personal financial services Commercial banking, Global banking and markets, Private banking
Global Payments and Cash ManagementIt pertains on 4 important features- Integrated receivables solutions (IRS) National Network Collections (NNC) Wholesale Lockbox (WLB) Integrated Payments Solutions (IPS) Liquidity Management Solutions Integrated Delivery Channels (IDC).
Cheque Outsourcing Service (COS) It allows full outsourcing of check disbursement requirements and offers producing local and cross- border cashier‟s orders and company checks.Marketing management system It focuses on integrated delivery channels, for example internet banking platform.
Host-to-host connection It enables the corporate and institutional clients to manage transmission of huge volumes of information and transaction instruction to the company. This helps the company to cater the ever changing environment of global banking.
Features of desktop management are- Deployment of new software. Distribution of software updates. Support for roaming user desktops. Billing of IT asset to business unit.
Proactively monitoring “Critical Window Services”. Microsoft operation manager subjects active directory to highly granular levels of continuous monitoring. Operation manager management packs system management server and Active directory. Easy to implement.
High reliability and security. Reduction in desktop cost of ownership. Improved customer service. Strong integration with the rest of the infrastructure.
HSBC adopted the CRM system in order to maximize customer convenience and provide anytime, anywhere and anyhow banking.Features- Streamlining the collection of data Segmentation and targeting of potential customer. Suggestion for improvement Instant communication service on web. Technology and infrastructure enhancement.
HSBC actively relies on data warehousing for business intelligence in the risk analysis area. It aimed at creating the concept of „One Data‟ in the organization. The exponential use of the warehouse by a large number of employees which led to collapse of warehouse in 2007. To resolve the issue, strategy of duplicate warehouse for reporting used but unsuccessful. Thus tie up with Teradata to redeploy its warehouse on the new server technology.
It is extensively used by marketing segment to cross-sell products. Data mining combined with historical data is used to predict customer‟s future needs. It is also used to present new ideas to people. Its impact is seen in increased customer loyalty. Besides, data mining has also led to reduced direct mail costs.
Integrated management system, it enables the company to adopt quality management and avoid duplicating efforts and conflicting objectives. Real time communication between different department was insured. This technology enables all of the decision-maker to be connected at anytime. This unified communication is considered as key for operating One HSBC.